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More than half of subway customers, 57%, are satisfied with the subway overall, up from 49% in Fall 2024. This marks the highest level of overall subway satisfaction since the inception of this survey in Spring 2022.
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The agency received a Net Promoter Score (NPS) of 72 in the July 2024 survey and a customer satisfaction score of 82% in the November 2024 survey — the highest scores awarded to any transportation agency nationwide in each category.
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The authority has conducted its quarterly Customer Satisfaction Survey since 2023, requesting feedback from riders on safety, cleanliness, reliability, and other key performance indicators.
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Public transit leaders gathered in Greensboro, N.C., to explore how outcome-based data is reshaping the way agencies measure community impact and to celebrate standout performers like Long Beach Transit.
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In her most recent role as the Customer Experience Lead for Dallas Area Rapid Transit’s System Modernization program, DART Transform, Tam and her team collaborate closely with the transit agency to improve riders’ day-to-day experience.
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The survey, conducted in November 2024 by ETC Institute, a professional market research firm that specializes in customer satisfaction surveys, gathered feedback from more than 3,700 riders across the MTS bus and Trolley light rail networks.
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Much is being said and written about the uncertainty in Washington, DC. What we know to be certain is that yesteryear’s argument of “give us more money and we will make it better” will unlikely carry the day.
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The public transportation industry is now one month into a new Administration. If there is a singular theme to what the nation has experienced — it is that performance matters.
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The results, based on a combination of “very satisfied” and “satisfied” responses, showed that riders ranked EMBARK’s transit services significantly higher than the national average in overall customer satisfaction.
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The railroad’s on-time performance record was 95.65% — the best in its history excluding 2020-22 during the COVID-19 pandemic.
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